Purpose: This procedure provides step-by-step instructions for Hosts to resolve common login issues on both mobile and desktop platforms.
General Steps:
Verify Your Email Address
Ensure you are using the email address associated with your account. If you are not sure please contact your Host Success Specialist or contact our Customer Experience team by selecting the green chat bubble at the bottom right of the screen.
Confirm Platform
Determine whether you are using the Mobile App or Website to log in. If trouble with one, try the other.
If you are able to log into the website and not the app, uninstall and reinstall the app and try logging in.
Password Reset
Ask to have your password reset and attempt to log in again
Check Internet Connectivity
Confirm that your device has a stable internet connection, as a weak or unstable connection can prevent successful logins.
Clear Cache and Cookies
Clear the cache and cookies from your browser settings, as accumulated data can sometimes cause login issues.
Try a Different Browser:
If you're experiencing issues on one browser, try logging in using a different browser to determine if the problem is browser-specific.
Mobile App Login Issues:
Update the Mobile App
Ensure you are using the latest version of the Mobile App. If not, go to the App Store and download the newest version.Manually Enter Your Credentials
When logging in, manually type in your account email and password.
Avoid using autofill and/or Face ID, as it may have saved incorrect information from previous attempts.
Remove Extra Spaces:
Ensure there are no extra spaces before or after your email or password when typing them.
Desktop Login Issues:
Access the Correct Login Page
Confirm that you are on the correct Login Page and selecting 'Log In' and NOT 'Join Now'.
Manually Enter Your Credentials
When logging in, manually type in your account email and password.
Avoid using autofill and/or Face ID, as it may have saved incorrect information from previous attempts.
Remove Extra Spaces
Ensure there are no extra spaces before or after your email or password when typing them.
Next Steps:
If issues persist after following these steps, please alert your Host Success Specialist or contact our Customer Experience team by selecting the green chat bubble at the bottom right of the screen.